Back to jobs
New

Technical Support Analyst

Anywhere in the United States

Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment.  You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows. 

What You’ll Do 

  • Evaluate and troubleshoot client issues 
  • Set clear expectations and provide timely, meaningful updates on active issues
  • Demonstrate strong case ownership from intake through resolution
  • Coordinate phone calls, emails, and meetings to support our customers
  • Participate in release-verification tasks
  • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
  • Troubleshoot both web and mobile application issues that may arise
  • Identify ticket trends, and proactively address potential issues
  • Act as the voice of the customer by capturing business impact 

Your First 90 Days 

In your First 30 Days 

  • Learn our product features and how we support our customers
  • Become proficient with Unanet’s ticketing system and common resolutions
  • Familiarize self with current support knowledge and AI tools
  • Enroll in and complete Unanet product training 

In your First 60 Days 

  • Begin owning customer support requests
  • Provide AI-assisted responses to common, recurring customer issues
  • Escalate effectively with clear technical context, business impact, and urgency
  • Route tickets for other groups and update customers on progress
  • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution 

In your First 90 Days 

  • Begin showing greater autonomy and discretion with owned tickets
  • Leverage your team as needed on more complex technical support requests
  • Demonstrate proficiency in our web and mobile offerings 

Who You Are 

  • 3+ years of software technical support experience
  • Strong verbal, written, and customer-facing communication skills
  • Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
  • Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
  • Ability to properly document actions taken to resolve a customer issue
  • Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
  • Ability to work from 9:00am – 6:00pm ET 

Your Differentiators  

  • Experience using AI-assisted support tools to accelerate troubleshooting, identify ticket trends, and improve response quality while applying sound judgment to validate outputs before they reach customers
  • High level of initiative with the ability to work autonomously or in a team environment
  • Prior experience supporting enterprise web or mobile applications
  • Prior experience with SQL, with demonstrated ability to write basic queries 

Our Values

  • We are a Team. Employees, customers, and partners working together.
  • We are Customer-Focused. Customers are the heart of everything we do.
  • We are Driven. Seeking exceptional outcomes.
  • We Own our Success. Every employee has a stake in our company.
  • We do the right thing and have fun in the process.

The salary range for this opportunity is $70,000 - $80,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.

Create a Job Alert

Interested in building your career at Unanet? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Unanet’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.